Calidad de servicio percibida por clientes de entidades bancarias de Castilla y León y su repercusión en la satisfacción y la lealtad a la misma

  1. Miguel Dávila, José Ángel
  2. Flórez Romero, Marcela Leonor
Aldizkaria:
Pecunia: revista de la Facultad de Ciencias Económicas y Empresariales
  1. Nieto Antolín, Mariano (coord.)

ISSN: 1699-9495

Argitalpen urtea: 2008

Zenbakien izenburua: Dimensiones de la dirección estratégica de la empresa : nuevas perspectivas teóricas y análisis empíricos

Zenbakia: 1

Orrialdeak: 105-128

Mota: Artikulua

DOI: 10.18002/PEC.V0I2008.790 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Beste argitalpen batzuk: Pecunia: revista de la Facultad de Ciencias Económicas y Empresariales

Laburpena

The aim of this paper is to analyze the quality of the services offered by banking entities. The objective of the research has been to identify the key factors determining the service quality as perceived by the clients of banking entities in Castilla y León; it is important to note the way in which quality influences the customers' satisfaction. Others goals of the research focus on how the clients' satisfaction on the perceived service affects their loyalty to the entity. Through a factor analysis of the main components, the key features influencing quality were found: i) physical aspects (physical structure, conveniente location, modern equipment, etc.), ii) aspects of service's performance (conventional operations and services which the bank offers and performs, personalized service, reputation of the entity, etc.), and iii) new technologies (cash dispenser, internet or phone banking). Afterwards, the results of the structural equations model indicate a great influence of the aspects of service's performance in the service quality. They also demonstrate that quality appears as an antecedent of satisfaction and that there is an influence of quality in satisfaction and of satisfaction in the loyalty of the customer to the banking entity.

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